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suiko

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#116632 5-May-2013 13:18
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Hi guys,

So around a year ago I was temporarily moved to Orcon which didn't work out so I churned (DSL, PSTN) back to Vodafone and have been with them ever since.

The account with Orcon was closed and I have not even contacted an ISP or anything since. In addition, my Vodafone data usage is continuing to accrue today.

I just received a DSL bill from Orcon which shows a starting balance of 0.00 but now I have new charges:

STARTING BAL: 23 Apr 2013 $0.00
Invoice - Current 23 Apr 2013 ORCON-xxxxxx 20 May 2013 $102.81 $102.81

I've reply emailed that this seems to be in error but upon seeing all the BayCorp threads around I was wondering if I'm going to end up getting burned by this (throw bills@orcon.net.nz into Google and see the top result).

Am I going to need to trudge this one through confused billing CSRs on the phone?

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mattwnz
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  #811551 5-May-2013 13:20
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Put your complaint in writing, so you have documentation and dates. This is so you can prove you disputed the bill. So if baycorp come a knocking, you can prove to them it was disputed.

freitasm
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  #811576 5-May-2013 14:08
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Make sure this is documented. Do not use emails only as they are easily ignored. Contact their help desk, even if you don't like the idea - it's better than waiting for this to show up at Baycorp.




 

 

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FireEngine
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  #811590 5-May-2013 14:47
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Do not use emails only as they are easily ignored. 


Actually they aren't, bills@orcon, support@orcon etc all end up in the Orcon support ticket machine from which they <cannot> be deleted, so if you want to ensure you raise an issue and it is recorded, use email. The Orcon support ticket machine should also send you an automatic reply with the ticket reference number for your records.




Regards FireEngine


FireEngine
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  #811591 5-May-2013 14:48
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Sound's like a simple mistake and you have taken the right action. If you want some more reassurance (and who wouldn't), then feel free to PM me your account number or username and I will have the team look into it.

Actually, belay that - I've found the ticket, looks like the last action on the account was detaching it from your employer's (or employer at the time??), master account.....either way I'll have that employer's  Orcon account manager look into it and resolve it.




Regards FireEngine


freitasm
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  #811601 5-May-2013 15:06
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That was quick... Even more for a Sunday!

My comment about the email is because most of the times I contact a company I either received no reply, or if a reply was sent was automated and nothing happened. Sorry if I discount email as a valid way of contacting companies. It just seems most don't do anything on them.




 

 

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suiko

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  #811602 5-May-2013 15:08
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Thanks for the help guys.

And yep right on the money FireEngine.

Ended up moving to a different position at work so I didn't need the orcon account after all.

Cheers for looking into it for me, appreciate it!

FireEngine
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  #811605 5-May-2013 15:11
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freitasm: That was quick... Even more for a Sunday!

My comment about the email is because most of the times I contact a company I either received no reply, or if a reply was sent was automated and nothing happened. Sorry if I discount email as a valid way of contacting companies. It just seems most don't do anything on them.


No problem, just wanted to clarify that the support email addresses for Orcon go directly into the ticket machine so in our case it is an excellent way of ensuring the issue is recorded.




Regards FireEngine


 
 
 
 


FireEngine
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  #811930 6-May-2013 11:17
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All sorted, have confirmed to the OP by PM, just looks like a churn notification issue.




Regards FireEngine


suiko

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  #811992 6-May-2013 12:55
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Yep thanks FireEngine for the quick fix :D

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